An order of a wheelset and some other components on Nov 15 from Bike 24 landed at my local regional Victorian post office on the 27th Nov....12 days - something of a record for DHL since it left Bike24 after just 36 hours!

At the same time, another order from Evans (another typically tardy dispatcher) on the 19th Nov (wire bead tyres, BB, crankset) was split into two and dispatched on the 21st and 23rd. The first box landed on the 27th as well but I'm still waiting for the 2nd one (crankset). Today if the current standard holds...

jaseyjase wrote:Quick update, after emailing customs the night i received the letter i rang the next day to confirm. They wont process it any quicker and will just enter the 'queue' so its going to be at least another week of process and another week of postage

I let Merlin know and they confirmed its not their warehouse, but the 'carriers' who incorrectly label it if they cant find an invoice for the item. For some reason they always describe it as 'derailleurs', no idea why the listed it as EURO$962

I think this has also impacted my Ribble and Wiggle orders as they mustve held them all back all together. (been over two weeks for ribble and over a week for wiggle, not usually this long)

sux.

items all arrived on thursday, Nov 29. Wont be back in the country for another week

Having two seperate battles with Monton at the moment. I ordered a jersey on 28th September and am still waiting for it. I have ordered from Monton before and I know postage is slow but this is ridiculous. I contacted them and they claim it got stuck in China customs for 45 days! They insist now it is on the way but still could be 20 to 35 business days away! I wasn't in a great hurry for it but this is way longer than I was expecting (it is a winter thermal jersey, maybe it will arrive in time for next winter...). They gave me a supposed tracking number and a website to track it on but all it tells me is it was sent on 3rd November and the destination is Australia.

The other battle is with a pair of lycra shoe covers I ordered from them on 25th October. Still waiting for those. I have had a couple of emails back and forth with them about this and in the latest (yesterday) they want me to be patient and wait one more week. No tracking number has been supplied. I have opened a Paypal dispute about this and I'm wondering if Monton are trying to drag it out so it goes over the time that you can claim from PP.

Not a lot of money involved, $35 for jersey and $17 for the shoe covers but I would prefer to give away my money to charity rather than some supposed business in China.

To their credit they do respond promptly to my emails, but it seems I am no closer to receiving my goods.

Ross wrote:Having two seperate battles with Monton at the moment. I ordered a jersey on 28th September and am still waiting for it. I have ordered from Monton before and I know postage is slow but this is ridiculous. I contacted them and they claim it got stuck in China customs for 45 days! They insist now it is on the way but still could be 20 to 35 business days away! I wasn't in a great hurry for it but this is way longer than I was expecting (it is a winter thermal jersey, maybe it will arrive in time for next winter...). They gave me a supposed tracking number and a website to track it on but all it tells me is it was sent on 3rd November and the destination is Australia.

The other battle is with a pair of lycra shoe covers I ordered from them on 25th October. Still waiting for those. I have had a couple of emails back and forth with them about this and in the latest (yesterday) they want me to be patient and wait one more week. No tracking number has been supplied. I have opened a Paypal dispute about this and I'm wondering if Monton are trying to drag it out so it goes over the time that you can claim from PP.

Not a lot of money involved, $35 for jersey and $17 for the shoe covers but I would prefer to give away my money to charity rather than some supposed business in China.

To their credit they do respond promptly to my emails, but it seems I am no closer to receiving my goods.

Reminds me, I didn't post my monton experience.

I had an issues with them recently and filed a Paypal dispute to get the $$$ refunded.

Basically they said an item had been sent via EMS (paid extra $10 for the privilege ) and tracking number supplied, but there were no events.

Emails went back and forth for about a week with Monton claiming that the parcel was 'stuck in an EMS warehouse' which I called B/S on several times. I disputed the transaction via Paypal, because I was about 14 days deep since ordering... my order was for $150 (3 bib/jersey sets plus some other small bits) so at that point I was ready to throw the towel in and just buy one full price brand name kit.

Needless to say, when it came to the pointy end of the dispute, an event was logged against the tracking number and it arrived a week later. To me it's obvious that they hadn't sent the gear, but there's really not much I can do about it.

The product was decent, better than some other stuff I've paid twice as much for so I guess it was worth the wait.

Got to share my excellent shopping experience with bikeinn.com Although I did read some bad reviews before purchasing my new spiuk 15 road shoes I did give them a go. Ordered on Monday and delivered today (Thursday) can't get better than that..

New poster here. But I really have to highlight a terrible experience I have just had at Bike24. Certainly the absolute worst customer service I have received from a business in my life, and I do not say that lightly.

I ordered roughly $180 of products from the site using my Amex card. They put some charge, or a hold on funds, on my card. They then emailed me informing address was incorrect and they would not ship the order until I provided correct one. They asked me to contact credit card company. So I did and read the exact address I provided to them, they said that was correct and there is no reason that they should decline based on this.

So I informed Bike24 it was correct, and explained the bank had said it was correct. So, again, I asked if they were not going to ship then to cancel my order and refund my money. They replied, however made no acknowledgement of my request to cancel. They just said to notify correct address, even though I had told them it was correct.... I sent another requesting cancellation. They replied, but no acknowledgement of my request to cancel.

So I sent another couple of emails informing that address was correct and to cancel. Not even replied to these.

So, FOUR requests to cancel order and no acknowledgement of from them of any type whatsoever that the order will be cancelled.

Out of desperation I posted on their Facebook page to get some action on this. Ended up getting a reply, but it was not much help. So after some rather frustrating exchanges (where they repeatedly dodged my questions, lied about what they had done and told me and were just plain rude) via Facebook they eventually acknowledged they will cancel the order. Incidentally, they have removed nearly all the comments, but I did copy and paste them knowing it was likely they would do that. However, at no point did they offer even what could be remotely considered to be an apology of any sort.

Also, I had ordered from them in the past so they would be able to tell I had ordered from them and was not up to dodgy things.

I am still not 100% sure they have retracted the order on the credit card as it is still there, but I suspect that is due to weekend processing times. If they haven't, I'll just dispute the charge with my bank than bother dealing with Bike24 again. The bank has assured me they will do this on my behalf if there are further problems.

Interestingly not long after my post on Facebook, there is another person complaining about poor customer service. He is from Sydney.

So, in short, consider if you are brave enough to order from a company that ignores 4 requests to cancel an order, and then only pays attention when the request is posted on Facebook, lies about what they said and did, and makes no apology of any sort of the hassles encountered. I know I am not brave enough to deal with a company like that.

Ross wrote:The other battle is with a pair of lycra shoe covers I ordered from them on 25th October. Still waiting for those. I have had a couple of emails back and forth with them about this and in the latest (yesterday) they want me to be patient and wait one more week. No tracking number has been supplied. I have opened a Paypal dispute about this and I'm wondering if Monton are trying to drag it out so it goes over the time that you can claim from PP.

My shoe covers turned up today. I reckon they didn't send them until I raised a PP dispute but I can't prove it because there is no date marking on the envelope and no invoice. Better late than never I suppose. Just have to wait and see if my jersey turns up now.

Ordered a pair of Shimano SH R315 shoes, Ultegra pedals/cleats, F&R lights, saddle bag, GP4000s tires and tubes from wiggle yesterday arvo. Chose Priority Despatch and Express post for the first time as an exercise to how much of a difference the delivery times take. Will post back when package is received.

Who is online

About the Australian Cycling Forums

The largest cycling discussion forum in Australia for all things bike; from new riders to seasoned bike nuts, the Australian Cycling Forums are a welcoming community where you can ask questions and talk about the type of bikes and cycling topics you like.